Hessington Health build trust and save time with branded booking experience

At a glance

Outcome

Solution

Challenge

A more cohesive and consistent branded patient experience.

Admin hours saved from an autonomous patient booking process.

Increased patient trust and satisfaction.

A completely branded experience, from appointment booking to patient portal.

Flexible booking options across two different client groups.

Integrated payments for an autonomous patient process.

 

The need for cohesive branding across the patient journey. 

Multiple locations and service offerings to integrate into a booking process that can be navigated easily by patients.

Hessington Health, led by CEO and lead clinician Harjeev Rai, sought a way to streamline their patient journey while maintaining a strong and consistent brand identity.

Catering to both independent patients as well as a corporate offering, Hessington have a diverse portfolio of around 40 different products across seven locations, each with unique pricing, creating a unified and efficient booking system was a key challenge.

To address this, Hessington Health implemented Semble’s OnBrand experience, which allowed them to create a bespoke, branded booking process that integrates seamlessly with Stripe for payment processing.

The challenge: Maintaining consistent branding across all patient journeys

Hessington Health recently completed a rebranding exercise to align their website and service offering with their vision and values. Harjeev was keen to maintain this brand unity throughout the patient booking and payment journey to provide a consistent and personalised service across every touchpoint.

“It was important that the customer transaction process was consistent with our brand identity,” said Harjeev. “OnBrand became very valuable for us because it was a consistent environment experience and not a third-party add-on, which is what it felt like without all the colour matching and integrations that took place.”

“OnBrand was key in making a unique customer experience where it felt like that whole patient transaction process was consistent with our brand.”

Harjeev Rai General Manager, Optimal Health Group

Hessington Health operates across multiple locations with varying service offerings and pricing. The challenge was to integrate all these elements into a seamless, automated process that patients could navigate independently.

“OnBrand was giving us that flexibility in creating those bespoke booking options and making it a unique customer experience where it felt like that whole transaction was consistent with our brand.”

The solution: A cohesive patient experience with Semble OnBrand

OnBrand provided a bespoke solution that allowed Hessington Health to unify their brand identity across the entire patient journey, from selecting a service and booking an appointment to viewing documents via the patient portal.

“Patients can just go on our website, pick the location, pick the service they want, pay for it and the patient’s ready for us to see. That’s made a big difference for us.”

Operational efficiency for a better patient experience

Patients now benefit from a streamlined booking process that feels fully integrated with Hessington Health’s brand, building trust and loyalty.

As well as their private patient cohort, Hessington Health also have a separate portal for their occupational health service, and with Esme’s help, they created links to all the services that this community would use.

“By booking themselves in, it’s a massive improvement in how they transact with the website and with us – our occupational health community have found that super helpful.”

"Patients & corporates have the choice to book themselves in when they wish. I can't tell you the amount of admin time that was wasted on patients or corporates emailing asking for availability. That headache is completely gone.”

Harjeev Rai CEO & Lead Clinician, Hessington Health

With help from OnBrand, Hessington Health has achieved both operational efficiency and an optimised brand presence. This sleek and high functioning booking system, which provides a seamless end-to-end service for users, has eliminated the back-and-forth communication around appointment availability, freeing up valuable admin time that can now be better spent caring for patients.

“The beauty of all this is that the live system ensures all private patients and corporates know your availability. Both have found the process amazingly easy to use. For them to have the choice to book themselves in when they wish, I can't tell you the amount of admin time that was wasted on patients or corporates emailing asking for availability. That headache is completely gone.”

Setting up across multiple offerings

Hessington Health was assisted in the setup of OnBrand by Semble’s Account Management Associate, Esme, who worked with Harjeev to create pathways for around 40 different products in seven different locations, all of which were priced differently.

“The setup was good. Esme was incredibly patient – she had to codify all of this so it was linking to the right price and location. We also created a patient portal for our members which allows them to book themselves in for future assessment, which has made a big difference.”

With the ability to make payments online, all in the Hessington brand, Harjeev and his team can now offer an end-to-end service to their patients, which will be key as their business continues to expand nationally.

“Booking patients in has become an autonomous process, a self-regulated system, which is so important if you’re trying to grow and scale up.”